Time was, big ad agencies held sway over consumers with grandiose claims of product and service excellence. Quite often, the claims were exaggerated or downright false. But, until a groundswell of consumer sentiment hit the headlines, a grassroots activist went on the warpath, or an investigative reporter uncovered falsehoods, the ads, PR campaigns, and promotional […]
by Mark Lusky Originally published in Label and Narrow Web, April 2017 Between CRM technologies, customer-facing protocols verging on obeisant, and attempted customer service upselling, the customer service mindset is getting really confusing. There are data mining, tracking and training challenges galore. And that’s just for the customer service workforce. The poor customer often is […]
I have just returned from a lovely 6-day tropical paradise, topped off by one of the most enjoyable flights (if not the most enjoyable) I’ve ever taken. Southwest Airlines gets it. That’s why they continue to fly sky high while many other airlines flail and fail. That’s why I’d rather pay to fly on Southwest […]
That’s the standard set by Donald Trump, and it’s being emulated in businesses and interpersonal interactions across the land. Of course, this is nothing new. For example, how many times do you ask a question of a retailer and get an accurate, complete response? But, it’s indicative of a deeper malaise—lack of regard for the […]
Tips for using private sector strategies to deal with public sector bureaucracies. Evidently, “do as I say, not as I do” guides much of the Social Security Administration operations. Increasingly, there are reports strongly advising consumers to recheck advice given by Social Security representatives for accuracy and completeness. A forbes.com report dated Feb. 7, 2017 by […]
Adapted from an Article by Mark Lusky Originally Published in The Denver Business Journal As small businesses become more technologically savvy, many think that all manner of money maladies can be resolved by tuning in to the latest social-media trend, search-engine-finding revelation and other high-tech options. By getting more wired in, business owners assert, they can solve […]
Adapted from an Article by Mark Lusky Originally Published in L&NW, November 2015 Often lost amid anger at poor customer service is the power of one – one person or experience that can turn a company, product or service into a rock star. I was reminded of this important asset while attempting to deal with, of all things, […]
Unhappy, vocal customers are a company’s best friend. No matter what industry you’re in, what service you perform, what product you make, or what marketplace you serve, the common thread is the invaluable role that complaining customers play. Yes, the initial hit may sting – especially when posted on a public forum such as Google […]
Faced with uncertainty in the world-at-large, business prospects yearn even more for that stable, solid “piece of the rock” around which they can anchor their efforts. Be that rock. Take the initiative to show that you “mean business.” Develop business-like agreements and contracts that address both boilerplate issues and policies about ongoing use of work, […]
Getting new business is one thing. Keeping it is another. Currently, the US corporate model seems to run counter-intuitive to the fundamental concept of client/customer retention.
happycurmudgeon.com 